Legal notices

Audax Energia Srl with registered office in Via Candiolo n. 2/4 – 10048 Vinovo (TO) and management headquarters in Via Natale Battaglia n. 10 - 20127 Milan (MI), VAT number 10027190015, as Data Controller (hereinafter Audax or the Data Controller), informs the Customer that all personal data processing operations will be carried out in compliance with current legislation and based on principles of correctness, lawfulness, transparency and protection of the Customer's rights.

Audax Energia Srl is a company belonging to the Excelsior Times business group and under the management and coordination of Audax Energia SA, a company incorporated under Spanish law with headquarters in Calle de la Electrónica, n. 19, 08915 Badalona (Barcelona), CIF A-62338827 (hereinafter Audax group).

This document describes all the information regarding the processing of personal data carried out by the Data Controller, and we recommend reading it carefully.

The Data subject to processing will be those freely and optionally communicated by the User (e.g. name, surname, address, telephone number, e-mail), through access to the APP service, when completing and signing the contractual documentation relating to the electricity and/or gas supply contract with Audax Energia Srl, when requesting information or complaints that the interested party sends to Audax, as well as the data that is made available by the dispatching manager, distributors, transporters or other subjects who must intervene in the electricity and/or gas supply process.

The User provides their Data optionally, however in the event of failure to provide certain information, Audax may not be able to provide some features of the APP.

PLACET offers (Free Price Under Equal Protection Conditions) are offers for the supply of electricity or gas with a price structure and contractual conditions defined by the Regulatory Authority for Energy, Networks and the Environment (hereinafter ARERA) and introduced by itself with resolution 555/2017/R/com and subsequent amendments. In compliance with the price structure established by the Authority, the fees are determined by the Supplier.

The Contract ends with the Supplier's receipt of the Customer's acceptance of the proposal formulated by the Supplier through the specific acceptance form attached to this Contract. The effectiveness of the Contract is conditional on a verification by the Supplier, to be carried out within the third month following the date of conclusion of the contract, based on the parameters referred to in the art. 3 of the general supply conditions.
The methods of conclusion of the contract will be either remotely or outside the commercial premises of Audax Energia, always in compliance with the forms and methods provided for by the Consumer Code and any other applicable legislation. For further information you can call Customer Service at the numbers indicated in the REQUEST INFORMATION and CONTACT REFERENCES section, send an e-mail to info@audaxenergia.it or enter your contact details here, after carefully reading the Privacy Policy and acceptance of the processing of your data, to be contacted by one of our operators.

In addition to what is indicated in the TECHNICAL AND ECONOMIC CHARACTERISTICS OF THE OFFER section and in the rest of the information and documentation on this page, we inform you that the Contract has as its exclusive object the supply of electricity to the Customer by the Supplier, at the Point of supply identified, according to these General Supply Conditions and the Economic Conditions offered within the scope of this PLACET Offer. The customer formulates, on the basis of a form prepared by the Supplier, present in the documentation downloadable on this page, an irrevocable contract proposal for 45 (forty-five) days following its signature date. Within this last term the Supplier communicates in writing on a durable medium to the Customer the acceptance or rejection of the proposal (welcome letter). If the aforementioned deadline has expired in vain, the Contract proposal is considered revoked. The Contract ends with the Customer's receipt of the Supplier's acceptance. Unless proven otherwise, the aforementioned communication is presumed to have been received 10 (ten) days after actual sending by the Supplier. Before the conclusion of the Contract, the customer must receive the following "Contractual Documentation", that is to say, the set of documents that form an integral part of the Contract and consists of these General Supply Conditions and at least:
a) forms for the conclusion of the PLACET offer;
b) information preliminary to the conclusion of the contract, pursuant to Article 9, paragraph 9.1, letters from a. to g. of the Code of Business Conduct;
c) information note for the end customer;
d) forms containing the economic conditions;
e) comparability sheet;
f) information on the energy mix;
g) information on specific and general levels of commercial quality;
h) forms for exercising the right of withdrawal for domestic end customers only;
i) form for submitting complaints;
j) form for submitting complaints for invoicing of anomalous amounts;
k) information on the processing of personal data;
l) any further form or information mandatory pursuant to current legislation or any further form or information useful for the conclusion of the contract.
In cases other than a change of supplier (for example transfer or new connections), the customer declares that he has legitimate availability of the property in which his systems are located.
At the time of conclusion of the Contract or, if the conclusion took place via remote communication techniques that do not allow the immediate transmission of the contractual Documentation, at the latest within 10 (ten) working days from the conclusion and in any case before the Activation of the supply , the Supplier will deliver or transmit to the Customer a full copy of the contractual Documentation in paper form or, at the Customer's choice, on another durable medium. If the Contract is concluded with a Customer off-premises, the Supplier is obliged to provide the Customer with a copy of the signed Contract or confirmation of the Contract on paper or, if the Customer agrees, on another durable Medium. Without prejudice to the provisions of Article 51, paragraph 6, of the Consumer Code for telephone contracts, in the case of any distance contract, the Supplier provides the Customer with confirmation of the Contract concluded on a durable medium, before activating the supply. The Supplier may, subject to the Customer's consent, replace the delivery or transmission of the information or documentation on the information on the energy mix and the form for submitting complaints for billing of anomalous amounts with the provision on its website, with access directly from the home page, also in printable mode, and at any physical branches. The contractual documentation is intended to be integrated by any further document or information that becomes mandatory pursuant to current legislation.

If the Contract was concluded by the end Customer outside the Supplier's business premises or remotely, the Customer may withdraw from the Contract, without charges and without having to provide any reason, within 14 (fourteen) days from the date of conclusion of the Contract, according to what provided for by the Consumer Code, with one of the following methods, of your choice:
a) by submitting any explicit declaration of your decision to withdraw from the Contract to the following addresses:
AUDAX RENEWABLES SRL - Via Candiolo n. 2/4 - 10048 Vinovo (TO), o
fax to no. 011/0122660; or
e-mail to complaint@audaxrenewables.it; or
PEC to complaint@pec.audaxenergia.it.
b) by sending the Reconsideration Form attached to this Contract and available among the documentation downloadable on this page through the channels indicated in the aforementioned form. The burden of proof relating to the exercise of the right of withdrawal in accordance with this article lies with the Customer. During the period foreseen for the exercise of the right of reconsideration, the Contract will not be executed, unless the Customer expressly requests that the procedures to initiate the activation of the supply are started before the deadline for the exercise of the right of reconsideration has expired. rethinking. The aforementioned request does not in any case imply for the Customer the loss of the right to change his mind.
If the end customer exercises the right to reconsider after having requested the early start of the supply activation procedures (see paragraph HOW IS THE SUPPLY ACTIVATED?), and provided that it is still possible to prevent the activation of the same, the Supplier may ask the Customer a fee equal to any costs incurred for the services carried out by the Distributor and a further maximum fee of 23.00 euros excluding VAT. If, at the time of exercising the right of withdrawal, the activation of the supply has already occurred or can no longer be prevented, the Customer is also required to pay the fees provided for in the signed Contract, until the moment of termination of the supply itself.
In any case:
a) if the end Customer exercises the right to reconsider and has not previously requested the early start of the supply activation procedures, the supply continues to be guaranteed by the previous Supplier;
b) if the Customer exercises the right to reconsider having requested an early start of the supply activation procedures and it has already been activated or it is no longer possible to prevent its activation, the same Customer can identify another Supplier or proceed with the request closing of the supply point, upon express request. Otherwise the enhanced protection service will be activated.
In the above cases, the Supplier will not be responsible for any inconvenience in supply suffered by the Customer. In the case of exercising the right of reconsideration aimed at ceasing the supply with deactivation of the collection/delivery point, the end customer himself will be required to request deactivation from the current sales operator, who will provide, also through the possible transport user and dispatching or the user of the distribution service, pursuant to the provisions of article 81, paragraph 81.7, of the TIQE (Authority resolution of 22 December 2015, 646/2015/R/eel).

"Activation of supply" means the moment from which, in line with the regulation of the dispatching and transport of electricity service, the Contract is physically executed and the related supply is placed in charge of the Supplier. The activation of the supply, unless otherwise explicitly requested by the end customer, except in cases where it occurs following a transfer or new activation, takes place on the first useful date and in any case no later than the first day of the third month following that of conclusion of the Contract. Activation takes place within the deadline indicated in the letter of acceptance of the proposal, as indicated in the art. 3.1 of the General Supply Conditions. The activation of the supply, in cases of change of seller, and unless otherwise explicitly requested by the end customer, takes place on the first useful date and in any case no later than the first day of the third month following the month of conclusion of the contract, pursuant to 'art. 7.3 of Attachment A to resolution 555/2017/R/com and subsequent amendments.
The Activation date of the supply must be highlighted at least in the first invoice issued by the Supplier.
If the Supplier is unable, for reasons not attributable to him, to proceed with the Activation of the supply within the terms indicated above, he will promptly notify the Customer with reasons, also indicating the date scheduled for the Activation itself.
If a request for execution of the contract is not submitted before the deadline for reconsideration has expired, the activities necessary to process the requests aimed at obtaining execution of the contract will be started only once the period established for the right of reconsideration has elapsed. The request for execution of the contract before the deadline for the reconsideration has expired will not lead to the start of the supply in the period envisaged for the reconsideration, but may in any case lead to an advance of the supply with the new sales operator compared to the normal expected times. Pursuant to current legislation, if the Contract is concluded due to a change of Supplier, the new Supplier has the right to revoke the switching request based on the following information:
a) if the supply point is suspended due to non-payment and, if so, the date of any suspension of supply to the point itself;
b) if for the same supply point a compensation procedure is underway in terms of contribution for previous arrears;
c) the market of origin of the supply point, distinguishing between the free market and the enhanced protection service;
d) the dates of any suspension requests, in addition to any ongoing ones, if presented in the last 12 months preceding the date of the switching request;
e) the dates of any switching requests, in addition to the current one, if carried out in the last 12 months preceding the date of the switching request.
In addition, the Supplier may exercise the aforementioned revocation if the Customer exercises the right to reconsider following the presentation by the Supplier of the switching request by the last available date. If the Supplier intends to exercise the right to revoke the switching request, it is required to communicate in writing to the Customer, within 45 (forty-five) days from the conclusion of the Contract, that the Contract will not be effective and will be terminated by law. Following the communication, the effects of withdrawal from the Contract with the previous Supplier will also cease. Once the aforementioned deadline has passed, in the absence of communication from the Supplier, the Contract will still be effective. If, following a request to activate the supply, the Supplier receives from the Distributor notification of any unpaid amounts as a result of previous interventions interrupting the supply due to arrears attributable to the end Customer with reference to the Supply Point covered by the Contract or another Point of supply connected to the networks managed by the same Distributor, the Activation of the supply is subject to the payment by the Supplier of the amounts highlighted by the Distributor. In such cases, the Supplier will still have the right to (i) withdraw the switching request for activation of the supply within 2 (two) working days of the notification by the Distributor or (ii) confirm the switching request, taking action against the end Customer.

The Contract is for an indefinite period.
The Economic Conditions apply from the date of Activation of the supply and last for 12 (twelve) months from the Activation of the supply. After the aforementioned 12 months, the Supplier proceeds to renew the same type of fixed or variable offer by sending (separately from sending the invoice) to the Customer a written communication containing the price that will be applied at the end of the 12 months, with a notice of no less than 3 (three) months with respect to the effective date of the new economic conditions, the aforementioned deadline being considered as starting from the first day of the month following that of receipt of such communication by the customer. The renewal of the economic conditions does not entail any change in the type of offer covered by this Contract. The price proposed for the renewal of this Offer is equal to the price envisaged by the PLACET offer marketed by the Supplier at the time the communication is made. The Customer remains entitled to withdraw from the Contract in the manner and within the terms indicated in the aforementioned communication. In the absence of withdrawal by the Customer, the new economic conditions are considered accepted. Unless proven otherwise, the aforementioned communication is presumed to have been received 10 (ten) days after sending by the Supplier.
If the Supplier does not promptly make the aforementioned renewal communication, for the following 12 months, the lower price between that envisaged by the expiring Economic Conditions and that envisaged by the PLACET offer applicable to the Customer and marketed by the Supplier on the expiry date of the previous Economic conditions. For the purposes of calculating the price referred to in this paragraph, the Supplier uses the annual consumption, as defined in the regulations of Bill 2.0, Annex A to the ARERA resolution of 16 October 2014, 501/2014/R/COM as subsequently amended and integrated).
In cases of failure to comply with the renewal communication obligations and if the applicable price (the lower price between that envisaged by the expiring Economic Conditions and that envisaged by the PLACET offer applicable to the Customer and marketed by the Supplier on the expiry date of the previous Economic Conditions) is different from that provided for in the expiring Economic Conditions, the End Customer is entitled to an automatic compensation equal to 30.00 euros (VAT and taxes excluded).
The Supplier and the Customer have the right to unilaterally withdraw from the Contract without any charges by notifying the other Party.
a) The Customer, in the event that he intends to change Supplier, can withdraw from the Contract at any time and without charges, issuing to the new Supplier, upon stipulation of the new contract, a specific mandate to withdraw, on his behalf and in his name, from the existing Contract. The new Supplier is required to send a specific communication to the SII no later than the 10th (ten) day of the month preceding the date of change of supply. The Supplier will guarantee the supply until the effective date of the withdrawal, from which the new supply will take effect. The Customer is required to pay the amounts due under this Contract by virtue of the supply provided up to the effective date of the withdrawal. In the event that the Customer intends to withdraw without the aim of changing Supplier but for the purpose of terminating the supply, or for other reasons, the notice period for exercising the right of withdrawal cannot be more than 1 (one) month starting from from the date of receipt of the notice of withdrawal from the Supplier. In this case, the Customer withdraws from the Contract in the following ways: by sending, via registered mail to Audax Renewables Srl, via Candiolo n. 2/4 10048 - Vinovo (TO), or by fax to the number 011-0122660, or by PEC to audaxenergia@pec.audaxenergia.it. It is understood that the notice period starts from the day of receipt of the notice of withdrawal.
b) The Supplier may withdraw with a notice of no less than 6 (six) months, with written communication and in such a way as to allow verification of actual receipt. This notice starts from the date of receipt of the notice of withdrawal by the end customer.

The Supplier requires the Customer to provide a guarantee in the form of a security deposit, except for the end Customer who uses direct debit, postal or credit card for the payment of invoices.
The amount of the security deposit is equal to that provided by the ARERA (TIV) and reported in the following tables:

The amount of the security deposit indicated in the previous table is doubled for customers who do not have a social bonus, if one of the following conditions occurs:
a) the Supplier has brought the end Customer into default, with reference to at least two invoices, even if not consecutive, in the 365 days preceding the date of issue of a new invoice;
b) the end Customer has not paid the deposit indicated in the previous table and the Supplier has brought the end Customer into default, with reference to at least one invoice in the 365 days preceding the date of issue of a new invoice.
In the event that the end Customer does not pay the security deposit requested, the Supplier may ask the Distributor to proceed with the suspension of the supply pursuant to the provisions relating to the Customer's non-compliance.
The security deposit is charged on the first invoice and is paid by the Customer in a single payment.
If during the provision of the supply the security deposit is charged by the Supplier, in whole or in part, to cover any unpaid debts, the Customer is required to replenish it by debiting it on the first available invoice.
The security deposit is returned to the Customer upon termination of the supply together with the closing invoice, increased according to the legal interest rate. For the purposes of the refund, the Customer cannot be required to present any document certifying the payment of the same. The End Customer will be required to provide the guarantee if, during the validity of the Contract, he chooses to use a payment method for invoices other than those listed above or in the event of the impossibility of direct debit, postal or credit card.

The Customer can make the payment by postal order or by direct debit from his bank or postal account with SEPA Direct Debit (SDD). The payment term for invoices will not be less than 20 (twenty) days from the date of issue of the same invoice.

The quantification of electricity consumption occurs on the basis of the consumption data recorded by the meter. The measurement data are used to calculate the consumption recorded on the invoice in the order indicated below:
a) the actual measurement data made available by the Distributor;
b) the self-readings communicated by the Customer - with the methods and times indicated on the invoice - and validated by the Distributor;
c) the estimated measurement data, as made available by the Distributor or estimated by the Supplier. In the case of its own estimate, the Supplier determines the estimated measurement data on the basis of the actual historical consumption of the Customer indicated by the Distributor and according to the withdrawal profile and in compliance with the provisions of the articles. 6.2 and 10 of the TIF (Annex A to Resolution 04 August 2016 463/2016/R/com - Integrated text of the ARERA provisions regarding invoicing of the retail sales service for electricity and natural gas customers). .
The Customer has the right to communicate the self-reading with the methods and times indicated on the invoice by the Supplier. The invoices consist of the "summary bill" drawn up according to the methods set out in Bill 2.0, which constitutes an invoice for the purposes of tax legislation, and in the detailed elements, which are available to the Customer who explicitly requests them according to the following methods: (i ) by sending a written request, via email to info@audaxrenewables.it, or (ii) via the Customer Area enabled on the website www.audaxrenewables.it or the My Audax APP.
In order to facilitate the Customer in understanding the invoice, the Supplier makes the "Guide to reading the expense items" for the PLACET Offer referred to herein available on the website http://www.audaxrenewables.it/la_bolletta.php Contract, containing a complete description of the individual items that make up the invoiced amounts; the Customer can also request the "Guide to reading expense items" by email to info@audaxrenewables.it.
Invoices are issued in electronic format, unless the Customer requests to receive the invoices in paper format. Invoices issued in electronic format are made available to the Customer (i) via email, to the email address indicated by the Customer when signing the contract proposal and (ii) via the Customer Area enabled on the website www. audaxrenewables.it and/or (iii) via the My Audax App. No additional charge may be applied to the Customer who chooses to receive the invoice in paper format, even after the effective date of the Contract. A discount will be applied to the invoice for the Customer who does not request a paper invoice and who opts for direct debit, postal or credit card payments. The level of the discount referred to in paragraph 11.8 of the General Supply Conditions is equal to -6.00 euros/Supply Point/year. The methods of application of the discount referred to in paragraph 11.8 of the General Supply Conditions are established in accordance with the provisions of Bill 2.0 (Annex A to the ARERA resolution of 16 October 2014, 501/2014/R/COM as subsequently amended and integrated).
In any case, starting from 1 January 2019, the invoice valid for tax purposes will be issued in electronic format and made available, through the Exchange System (SDI) of the Revenue Agency, in the Customer's reserved area on the website of the Revenue Agency. For business customers, the bill, in "courtesy" PDF format, will still be sent via email to the email address that the Customer made available to the Supplier when concluding the Contract.
The Customer is required to make the payment due within 20 (twenty) days from the date of issue of the invoice. The payment methods available to the Customer, one of which is free, are as follows: (i) by postal order; (ii) by direct debit from your bank or postal account with SEPA Direct Debit (SDD); (iii) without additional charges, at the banking institutions indicated on the bill; and/or (iv) other methods specified in the bill. These methods are indicated on the invoice. Under no circumstances are charges or fees charged to the Supplier on the invoice in relation to the payment method chosen by the Customer. In the event of changes in the charges applicable to the supply occurring within a given period, the distribution of consumption occurs on a daily basis, considering consumption constant in the periods between one reading detected, estimated or self-reading and the next.
Period billing
The invoice for the period is issued with the following frequency: Bimonthly. The invoice for the period is issued within 45 calendar days from the date of the last day of consumption charged therein. In case of issuing the Invoice for the period after this deadline, the Supplier recognizes, on the occasion of the first useful invoice, an automatic compensation to the end Customer. The value of the aforementioned compensation is equal to:
a) 6.00 euros (VAT and taxes excluded) in the event that the invoice for the period is issued with a delay of up to 10 (ten) calendar days following the maximum issuing deadline referred to above;
b) the amount referred to in the previous letter a) increased by 2.00 euros for every 5 (five) further calendar days of delay, up to a maximum of 20.00 euros (VAT and taxes excluded), for delays of up to 45 (forty-five) calendar days from the deadline for issuing above.
This amount is also modified due to a further delay and is equal to:
a) 40.00 euros (VAT and taxes excluded) if the issuance of the invoice for the period occurs within a period of time between 46 (forty-six) and 90 (ninety) calendar days from the maximum issuing deadline referred to above;
b) 60.00 euros (VAT and taxes excluded) if the issuance of the invoice for the period occurs within a period of more than 90 (ninety) calendar days from the maximum issuing deadline referred to above.
In the case of an end customer treated in bands, he is entitled to an automatic compensation paid by the Distributor through the Supplier equal to 10.00 euros if the Distributor makes exclusively estimated measurement data available for 2 (two) consecutive months . Closing invoice The closing invoice is delivered to the Customer within 6 (six) weeks from the day of cessation of supply. To this end, it is issued within the second calendar day preceding the expiry of this period. In the case of invoices in paper format, the deadline for issuing is equal to the eighth calendar day preceding the deadline of 6 (six) weeks for delivery.
In the event of failure by the Supplier to comply with the deadline for issuing the closing invoice, the Supplier recognizes, in the same Closing Invoice, an automatic compensation equal to:
a) 4.00 euros (VAT and taxes excluded), in the event that the invoice is issued with a delay of up to 10 (ten) calendar days following the maximum deadline for issuing the closing invoice;
b) the amount referred to in the previous letter a) increased by 2.00 euros for every 10 (ten) calendar days of further delay, up to a maximum of 22.00 euros for delays of up to 90 (ninety) calendar days following the maximum deadline for issuing the closing invoice.
In cases where the Distributor makes the measurement data available to the Supplier functional to the termination of the supply, with the exception of the change of Supplier other than switching, after a period exceeding 30 (thirty) days from the termination of the supply, the end Customer has the right to an automatic compensation paid by the Distributor through the Supplier in an amount equal to 35.00 euros (VAT and taxes excluded).

If the Customer does not respect the payment deadline indicated in the invoice, the Supplier requires the Customer, in addition to the amount due, to pay late payment interest calculated on an annual basis and equal to the Official Reference Rate set by the European Central Bank (ECB). increased by 3.5 percentage points. The Customer who has paid the invoices relating to the last two years within the deadline or, if the supply is less than the two-year period, the invoices relating to the period of effectiveness of the Contract is required to pay only the legal interest for the first 10 (ten) days late. The Supplier may request payment of postage costs relating to the invoice payment reminder. The request for compensation for further damage is excluded. In the event of delayed or omitted payment, even partial, of the fees due by the Customer pursuant to this Contract, without prejudice to the above, after at least 2 (two) days from the expiry of the invoice, the Supplier has the right to send to the Customer by registered mail with return receipt or by certified email (PEC), in cases where the Customer has made his email address available, a notice of suspension of the supply indicating the deadline for payment (hereinafter also: communication of formal notice), with a notice of no less than 40 (forty) days (Law 160/2019 – Budget Law 2020),. For customers benefiting from a social bonus due to physical and/or economic hardship, the terms referred to in the art. will be doubled. 3 of the TIMOE. In the event that the Supplier sends a notice of default within 90 (ninety) days following the date of the last request for suspension of supply due to arrears with reference to invoices not covered in the previous communication, the aforementioned deadlines for the balance of the fees due may be reduced to an extent no less than 7 (seven) calendar days from the sending of the registered letter to the Customer and 5 (five) calendar days from receipt of the receipt of delivery to the Customer of the notice of default by certified email, or in any case 10 (ten) calendar days from the date of issue of the formal notice in the event that the Supplier is not able to document the date of sending the communication by registered mail. The notice of formal notice will also contain the methods through which the Customer communicates the payment of the outstanding amounts to the Supplier (i.e. by sending a copy of the receipt of the payment made by fax or to the e-mail address indicated in the notice of default reminder). The Supplier, if 3 (three) days have passed unnecessarily from the deadline for payment, may, without further notice and without prejudice to the cases of prohibition on the suspension of supply provided for by the applicable legislation, request the Distributor to suspend the supply. In this case, the Supplier reserves the right to ask the Customer to pay the fee for suspension and reactivation of the supply within the limit of the amount established by ARERA. If the Customer is connected in low voltage (LV) and the technical conditions of the meter exist, before proceeding with the suspension of the supply within 3 (three) days from the final payment deadline, a reduction in power will be made to a level equal to to fifteen percent of the available power and, after 15 (fifteen) days from the reduction in available power, in the event of non-payment by the Customer, the supply will be suspended without any further notice. Once the supply has been suspended, the Customer who intends to obtain the reactivation of the supply must send the Supplier the documentation certifying the payment of the outstanding amounts in the manner provided in the notice of formal notice. Once the supply has been suspended, in the face of the Customer's continuing non-compliance, the Supplier has the right, at any time, to declare the Contract terminated and send the relevant termination notice to the SII. The termination of the Contract takes effect from the day indicated by the Supplier in the aforementioned communication. Where the intervention of suspending the supply is not feasible, the Supplier may resort, subject to technical feasibility, to interrupting the supply, placing the related costs at the expense of the Customer. The execution of the intervention will result, with effect from the relevant date, in the legal termination of the Contract. Where the intervention to interrupt the supply is not technically feasible, the Supplier has the right to declare the Contract terminated by sending the relevant communication of contractual termination to the SII pursuant to art. 10 of the TIMOE. The termination of the Contract takes effect from the effective date of the enhanced protection service. In the event of delayed or non-payment of the fees due by the non-disconnectable Customer, the Supplier may proceed with the formal notice of default exclusively by registered letter in the manner set out in paragraphs 15.1 to 15.4 of the General Conditions of Supply. If the additional term for payment referred to in paragraph 15.5 of the General Supply Conditions has expired unnecessarily, the Supplier has the right to declare the Contract terminated by sending the relevant termination notice to the SII. The termination of the Contract takes effect from the effective date of the enhanced protection service activated by the SII. In any case, the Customer will be required to pay, in addition to the amounts due and default interest at the rate indicated above, also the fees for the suspension, closure, interruption, termination and/or restoration of the supply indicated by the local Distributor. competent (and published on its website). In the event that the suspension of supply or reduction in power occurs without sending the formal notice by registered mail, Audax will pay the Customer as compensation a fee equal to Euro 30.00 (VAT and taxes excluded). Furthermore, Audax will pay the Customer as compensation a fee equal to 20.00 Euros (VAT and taxes excluded), in the event that the supply has been suspended due to arrears, or a power reduction has in any case been carried out, despite the failure also respecting one of the following terms:
• the deadline for payment indicated in the letter of formal notice, which cannot be less than 15 (fifteen) calendar days from the sending of the relevant registered letter to the end customer, or 10 (ten) calendar days from receipt, by of the seller of the sale, of the receipt of delivery to the end customer of the notice of default sent via certified email, or 20 (twenty) calendar days from the date of issue of the written notice of default if Audax Renewables is not able to document the date of sending of the aforementioned communication;
• the maximum term between the date of issue of the notice of default and the date of delivery of the same to the postal carrier which, if Audax Renewables is not able to document the date of sending, cannot be more than 3 (three) working days starting from the date of issue of the notice of default, without prejudice to the right for Audax Renewables to deliver to the postal carrier within a period not exceeding 5 (five) working days if also the final deadline of 20 (twenty) calendar days referred to in the previous point is increased by a number of working days equal to the difference between the observed delivery deadline and the minimum deadline of 3 (three) working days;
• the minimum period of 3 (three) working days between the expiry date of the payment deadline and the date of the request to the distribution company for the request to close the redelivery point due to suspension of supply due to arrears.
In the aforementioned cases, the end customer cannot be required to pay any further fee relating to the suspension or reactivation of the supply. Audax Renewables must pay the end customer, within 8 (eight) months from the occurrence of the suspension or power reduction, the automatic compensation indicated above directly or on the occasion of the first available invoice, through a deduction from the amount charged in the same invoice. The Supplier also reserves the right to request compensation - identified on the invoice as CMOR Fee - within the Indemnity System, if the Customer exercises withdrawal due to a change of Supplier without fulfilling its payment obligations.

The so-called "electricity bonus" (i.e. the compensation scheme for the expenditure incurred by domestic customers for the supply of electricity) is a tool introduced by the Government with the aim of supporting families in conditions of economic hardship, guaranteeing them savings on annual expenditure for electricity. The bonus is also provided for cases of physical discomfort (so-called physical discomfort bonus), i.e. for cases of serious illness that requires the use of electro-medical equipment essential for maintaining life. The social bonuses (electricity/gas) for economic hardship and physical hardship can be cumulated if the respective eligibility requirements are met. The social bonus (i.e. the compensation scheme for the expenditure incurred by domestic customers for the supply of electricity and/or natural gas) is applied in the form of a discount on the bill for the supply of electricity and/or natural gas. To access the social bonus you must apply at your municipality of residence or at another institution designated by it, submitting the appropriate form completed in its entirety. The forms can be found on the website of the Regulatory Authority for Energy, Networks and the Environment, www.arera.it For further information, visit the website www.arera.it or call the toll-free number 800.166.654.
Social bonus for the supply of electricity due to economic hardship
All domestic customers, holders of an electricity supply belonging to a family unit that meets the requirements established from time to time by the relevant reference legislation and published for further information on the ARERA website, can access the social bonus for electrical economic hardship. www.arera.it. The social bonus is paid - deferred over a period of 12 (twelve) months - directly on the invoice in the form of a discount on the cost of the entire bill. The bonus is valid for 12 (twelve) months and its renewal can be requested if conditions of economic hardship persist. To fill out the forms, all information relating to the customer, his residence, his family status and the characteristics of the electricity supply contract are required (easily found on the bills), as well as the documentation relating to the ISEE.
Social bonus for the supply of electricity for physical discomfort
All domestic customers suffering from a serious illness or domestic customers with an electricity supply in whose household lives a person suffering from a serious illness who is forced to use electro-medical equipment to maintain life are entitled to the bonus for physical discomfort. For requests for a social bonus for physical discomfort, a specific certification from the ASL is essential, while the ISEE is not required.

In compliance with the provisions of ARERA resolution ARG/elt 104/11 of 28 July 2011 and Annex A to ARERA resolution 501/2014/R/com of 16 October 2014 (Bill 2.0), Audax will include the information relating to the energy mix in accordance with the provisions of the decree of the Minister of Economic Development of 31 July 2009. However, if the Customer has signed a contract which provides for the supply of electricity exclusively from renewable sources, the Customer himself has the right to request any further indications to demonstrate the origin of the electricity sold from renewable sources (GO Certifications) by contacting our Customer Service.

Electricity and gas suppliers must guarantee commercial quality standards for sales, established by Annex A to the resolution of 21 July 2016, 413/2016/R/as ss.mm.ii. (TIQV) to protect the consumer (see the table below).

Each supply company must be able to guarantee a call center, i.e. a telephone assistance service, the number of which can be easily found both on the bills and on the supply company's website itself. Regardless of the number of active lines for the call center, ARERA has established that at least one of the activated lines must be a toll-free number, i.e. a number that can be contacted free of charge if called from a landline (see section REQUEST INFORMATION and REFERENCES CONTACT on this page). In addition to the various telephone numbers or other ways to contact Customer Service, the supplier must clearly indicate the times and days on which the service is active. Furthermore, to guarantee maximum protection for consumers, ARERA has ordered that every 6 (six) months the services offered by the call centers be analyzed through customer satisfaction surveys. In this way it will be possible to evaluate compliance with the regulations defined by ARERA itself and draw up rankings, available on the ARERA website, through which it will be possible to understand the quality of the services offered by the various suppliers. For companies that violate the standards of assistance defined by ARERA, administrative sanctions are envisaged which vary depending on the type of violation. The table below shows the specific standards established by ARERA and the actual levels achieved by Audax in 2020.
Compensation
In the event that specific quality levels are not respected, Audax is required to pay the customer a variable automatic compensation. In fact, if the service is performed beyond the expected standard but within a double time compared to the standard, the compensation is equal to 25.00 Euros (basic automatic compensation); if the service is performed more than double the expected standard time but within triple the standard time, the compensation is equal to 50.00 Euros; if the service is performed more than triple the expected standard time, the compensation is equal to 75.00 Euros (VAT and taxes excluded).
Both for the supply of electricity and for the supply of gas, in case of violation of specific quality standards of competence of the Distributor, Audax is required to credit the end Customer who requested the service, for which the Distributor did not comply the specific level, the automatic compensation received by the Distributor. For complaints relating to the electricity supply distribution and metering service and the gas supply distribution service, Audax Energia requests the Distributor for the technical data necessary to send the response to the Customer. For these services, the Customer can send the complaint directly to the Distributor, who is required to respond to the Customer no later than 20 (twenty) working days. Complaints
The Customer can always send a complaint to the Supplier, also via the form already prepared and available on the website www.audaxenergia.it/docs/modulistica/. The complaint must be sent:
• via ordinary or registered mail, to Audax Energia Srl, via Candiolo n. 2/4 -10048 Vinovo (TO); or
• by fax to the number 011-0122660; or
• via e-mail to one of the following addresses: info@audaxenergia.it or complaint@audaxenergia.it.
Furthermore, any request for information or reporting can be forwarded to the Supplier by telephone, to the Customer Service number 011/9653739 or to the toll-free number 800.595.455. For further information on Customer rights, you can consult the website http://www.arera.it
What happens in case of failure or unsatisfactory response to the complaint? Customers can request the free activation of an extrajudicial conciliation procedure, for the purposes of carrying out the mandatory conciliation attempt referred to in Annex A to ARERA resolution no. 209/2016/E/com, pursuant to art. 2, paragraph 24, letter b), of law 481/95 and art. 141, paragraph 6, letter c) of the Consumer Code, for disputes between end customers of electricity powered by low and/or medium voltage, end customers of gas powered by low pressure or end users. The conciliation attempt must be carried out at the ARERA Conciliation Service, or before the extrajudicial dispute resolution bodies (ADR - Alternative Dispute Resolution) as a condition for the admissibility of any legal claim. To carry out the mandatory conciliation attempt at the ARERA Conciliation Service, the Customer can present the relevant application directly or through a delegate, also belonging to consumer or trade associations, by whom he decides to be represented, only after having sent the complaint to the Supplier and after the latter has received a response deemed unsatisfactory or 40 (forty) days have passed since the aforementioned complaint was sent. The conciliation request cannot be submitted later than one year from the date of sending the complaint. The conciliation request is submitted electronically on the website of the ARERA Conciliation Service, following online registration. The Party who registers identifies a personal username and password. The Conciliation Service issues a specific electronic receipt of registration. If the Customer does not use the electronic method, he can submit the conciliation request in off-line mode, by post, fax or any additional channels indicated on the Conciliation Service website, without prejudice to the online management of the procedure . An ADR entity is a public or private body established on a permanent basis, which offers dispute resolution through an ADR procedure. It is registered in a special list (provided for by article 141-decies of the Consumer Code) kept by the competent authority. The advantages of ADR consist in the quick and effective resolution of consumer conflicts and in the streamlining of the judicial burden since one proceeds through "alternative" ways without resorting to the judge. Furthermore, it prevents consumers, discouraged by the costs and length of legal proceedings, from giving up on protecting their rights. Consumers and businesses thus have the opportunity to resolve any national or cross-border disputes regarding sales or service contracts through a complaint (an ADR procedure) with an ADR body whose work is monitored by a competent authority.

Legislative Decree 6 September 2005, n. 206 and subsequent amendments (Consumer Code) contains most of the provisions in force regarding consumer protection. Within the Consumer Code there are, in addition to the definition of "consumer" (the natural person who acts for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity carried out) - extending to "micro-enterprises" (entities, companies or associations which, regardless of their legal form, carries out an economic activity, even on an individual or family basis, employing fewer than ten people and achieving an annual turnover or an annual balance sheet total not exceeding two million euros) the regulation of practices unfair commercial practices, now also applicable to relationships between professional operators and "micro-enterprises" -, also the fundamental rights recognized to consumers and users, i.e. the rights:
the. to health protection;
ii. to the safety and quality of products and services;
iii. adequate information and correct advertising;
iv. to the exercise of commercial practices according to principles of good faith, correctness and loyalty;
v. consumer education;
you. to correctness, transparency and equity in contractual relationships;
vii. to the promotion and development of free, voluntary and democratic associations among consumers and users;
viii. to the provision of public services according to quality and efficiency standards.

In compliance with ARERA Resolution no. 228/2017/R/com of 6 April 2017 and the Consumer Code, Audax Renewables has adopted a voluntary self-regulation protocol regarding confirmation of the negotiating willingness of end customers and regarding non-contractual contracts and activations requests for supplies of electricity and/or natural gas, which can be consulted on our website https://www.audaxrenewables.it/prescription_energia_elettrica_gas.php, in order to counteract the phenomenon of possible unfair commercial practices and the activation of unsolicited supplies. In particular, in the event that the transition to a new electricity and/or gas supplier occurs without respecting the preventive rules for confirming the contract, after the complaint the customer will be able to voluntarily adhere to the quick restoration procedure to return to previous supplier. This possibility supports the procedures established by the Consumer Code regarding the verification of an unsolicited supply (assessment which, according to the law, is not the responsibility of the Authority). The customer can obtain protection by sending us, directly or through a trusted consumer association, a written complaint, by post, fax, e-mail or PEC, to the following addresses:
AUDAX RENEWABLES SRL
Via Candiolo n. 2/4 - 10048 Vinovo (TO)
Fax: 011/0122660
E-mail: to complaint@audaxrenewables.it
PEC: complaint@pec.audaxenergia.it
For more information, see https://www.audaxrenewables.it/reclami_contestazione.php.

For any information on the offer, you can contact us at the following numbers:
FOR INFORMATION ON THE OFFER
Via Candiolo n. 2/4 - 10048 Vinovo (TO)
Toll-free number: 800 595 455 (*)
(*) Hours: from 08.00 to 20.00 from Monday to Friday (excluding national holidays)
Tel.: 011/9653739 (**)
(**) Hours: from 08.00 to 20.00 from Monday to Friday (excluding national holidays)
*The cost of the call varies depending on the telephone operator
Fax: 011/0122660
E-mail: commerciale@audaxrenewables.it